Changes to the way you log in to My Account

Posted by (Online Community Manager)
19th May 2017, 3:14pm

On 17 May, we sent an email and SMS to customers who log in to My Account with a username informing them that they would no longer be able to use their username to log in. Instead, from 18 May onwards, customers must now use an email address to log in.


If you are an Optus customer who would normally log in to your My Account with a username, you would have received an email and SMS from us on 17 May reminding you to either:


1. Start logging in with the email address you provided when you registered for My Account:


Log in My Account 1.png


2. Create an email address to log in to My Account by heading here:


Log in My Account 2.png



The SMS would have said:


Optus Msg - Hi <NAME>, due to technical upgrades, from 18/05/17, you’ll only be able to log into My Account using your previously provided email. Your username will no longer work to log in. Visit to login anytime. Thanks, Your Optus Team.


Unfortunately we have had reports of customers receiving the above emails from us and mistaking them for spam because some of the preview text in the email did not look right.


Depending on what device, browser or email provider you opened the email with, the preview text in our email may have looked like this:


my account message.png


Please rest assured that any email sent from is not spam and is safe and secure to open.


If you have any questions regarding this matter, just ask the Crowd below or head here for support.

by Occasional Visitor Cuneo
‎2018-03-02 04:42 PM

I registered for yescrowd but can't get my account balance.  What is the proper procedure?  I use to go to and was able to secure a balance.  help please.  Thanks.  Jo

by RetiredModerator Toomey
‎2018-03-05 11:34 AM

Hey @Cuneo, have you tried logging in via My Account?


If you can't get in, try resetting your password via the login page.


If that's not working, we'll need to check your profile provisioning on our end. Jump into Live Chat to verify your account details and an agent will check it out.